Return Policy

All sales are final.

We do not accept returns or exchanges on any items once shipped or delivered. This includes wheels, tires, mounted and balanced packages, and any custom or special-order items.

Any item that has been used in any way (mounted, balanced, installed, test-fitted, or driven on) cannot be returned or exchanged under any circumstances.

Customer Responsibility

It is the customer’s responsibility to ensure that all ordered specifications are correct for their vehicle, including bolt pattern, hub bore, wheel size, offset, tire size, and any other fitment details. Providing vehicle information does not guarantee fitment. Orders placed with incorrect sizing or specifications are not eligible for return or refund.

Damaged or Incorrect Items

Route Package Protection: If you purchased Route protection, please file claims for damaged items directly through the Route app or website. This is the fastest way to get a replacement.

Standard Policy (No Route): If you did not purchase Route and your item arrives damaged, defective, or incorrect, you must contact us within 24 hours of delivery at support@shopwheelxpress.com with clear photos and a brief description. Claims made after 24 hours may not be honored and may become the customer’s responsibility.

Do not mount, balance, install, or drive on the product if you notice damage or believe something is incorrect. Once any wheel or tire is mounted, balanced, installed, or used, it cannot be replaced or exchanged due to shipping damage.

Mounted and Balanced Packages

Mounted and balanced wheel and tire packages cannot be returned or refused under any circumstances once shipped or delivered.

If a mounted and balanced package arrives with a damaged wheel or tire, replacement parts will be provided for the damaged components only, if available. If replacement parts are not available due to backorder or discontinuation, we will refund the value of the affected component(s). Full package returns are only considered if the entire shipment is catastrophically damaged.

Missing Items or Wrong Quantity

If any items or boxes are missing, or if the quantity received does not match your invoice, you must notify us within 24 hours of delivery with clear photos of all boxes received, product labels, and packaging. Claims submitted after 24 hours may not be approved.

Orders and Shipments

Orders may ship from multiple authorized warehouses, distributors, or manufacturers. Items may arrive in separate boxes and on different days. Each shipment must be inspected within its own 24-hour window.

Shipping and Freight Requirements

Orders may arrive by UPS, FedEx, or other ground carriers. Larger wheel and tire packages may ship via freight (LTL).

Most freight deliveries require a signature. For any freight delivery that requires a signature, the shipment must be inspected before signing. If visible product damage is present, it must be clearly noted on the Bill of Lading before signing. After noting damage, the shipment must still be accepted. Do not refuse freight unless the damage is clearly catastrophic (multiple wheels destroyed, pallet collapse, or an unsafe condition).

If a freight shipment is refused, missed (due to missed appointment), undeliverable, or returned for any reason other than catastrophic damage, the customer is responsible for all freight charges including outbound, return, redelivery, reroute, and storage fees. Freight carriers do not classify refused shipments as damage claims.

Mounted and balanced wheel and tire packages cannot be refused or returned under any circumstance. If returned or undeliverable, all freight charges must be paid by the customer before reshipment.

Ground Shipments (UPS, FedEx)

All boxes must be inspected within 24 hours of delivery. If the product inside shows any damage, take clear photos of:

The damaged area of the product
The product from multiple angles
The shipping label
The box the item arrived in (only if the product itself is damaged)

If the product is not damaged, minor box wear or dents do not require a claim. Keep all packaging materials until your claim is fully resolved, as carriers or distributors may request inspection.

Undeliverable, Refused, and Abandoned Shipments

This policy applies to all shipments, whether sent via Ground (e.g., UPS/FedEx) or Freight (LTL).

Delivery Attempts: If a carrier is unable to deliver a package because the customer is not home, the location is inaccessible, or a signature cannot be obtained, the customer is responsible for coordinating with the carrier for redelivery or pickup.
Pickup Requirements: If a carrier holds a shipment for pickup at a local terminal or FedEx/UPS location, the customer MUST pick up the shipment within the carrier’s designated timeframe.
Abandonment & Return to Shipper: If a shipment is returned to the shipper (us or our distributors) because it was refused, or because the customer failed to respond to delivery attempts, the customer is responsible for all associated costs. Refusing a shipment does not constitute a cancellation or refund request. These costs include: original outbound shipping fees, return shipping/freight fees, carrier storage fees, and a 30% restocking/administrative fee.
Legal Action & Collections: All fees associated with a refused or abandoned shipment must be paid within 30 days of the return. Failure to pay these costs will result in the account being sent to third-party collections and/or legal action being taken to recover the full debt, including any legal fees and court costs.

Lost, Stolen, or Misdelivered Packages

If you purchased Route: Please file a claim directly with Route for any lost or stolen packages.

If you did not purchase Route: Once a package is marked delivered by the carrier, any loss, theft, or misdelivery becomes a carrier issue. We will assist with filing a claim, but replacements or refunds are not guaranteed and depend on the carrier or distributor decision.

Incorrect Shipping Address

Customers must provide a complete and accurate shipping address. If an order is delayed, returned, or incurs extra fees due to an incorrect or incomplete address, the customer is responsible for all related costs. Reshipment will occur only once these charges are paid.

Return Shipping Costs

If a return is approved due to a defect or incorrect item reported within 24 hours, the customer is responsible for all return shipping costs. A restocking fee of 30% will apply. A return label will be provided once the return shipping cost is paid.

Cancellation Policy

Orders begin processing immediately. Many distributors do not allow cancellations once an order enters their system. Mounted and balanced packages cannot be canceled once assembly begins.

If a cancellation request arrives before processing begins, cancellation fees may apply including restocking, administrative, or non-refundable shipping costs. Orders that have been processed, shipped, or are in transit cannot be canceled.

Financed or Lease-to-Own Orders

Once an item is shipped and delivered, all payment obligations fall to your financing or lease-to-own provider. Delivery completes our part of the transaction. For the purposes of financing agreements, delivery to a carrier hold location (e.g., FedEx Office) or a secure drop-off point constitutes completed delivery. ShopWheelXpress cannot pause, modify, refund, or alter financing or lease agreements after delivery.

Manufacturer Warranties and Finish Variations

Any structural or manufacturing warranty is provided by the manufacturer. Finish color may vary between production runs, screens, or lighting conditions. Minor cosmetic blemishes that do not affect performance may not be considered defects.

Thank you for reviewing and supporting our policies.